Service Evolution

AnJuan Thomas
State Department’s Bureau of Overseas Buildings Operations
Foreign Service Facility Manager Vacancy

Book Recommendations:

How To Talk So Kids Will Listen & Listen So Kids Will Talk

Quotes:

“You're only as good as the team you work with.”

(10:13) - AnJuan Thomas

“I actually considered that to be one of the greatest benefits of my time in the military because I got the chance to learn from their successes and from their failures.”

(10:42) - AnJuan Thomas

"I'd like to leave a legacy. You know, where I kind of served as a bridge from the old to the new, being that, I've grown up in this industry.”

(36:17) - AnJuan Thomas

"I would say the biggest driver for me and for my experience as a facility manager is serving others."

(21:18) - AnJuan Thomas

"Being flexible, being coachable, not being too full of yourself, that would be the best advice I would give to anyone in FM."

(40:39) - AnJuan Thomas

The Customer Service Revolution: Why It's Trending in the Service Industry

Service Evolution

02/16/24 • 43 min

Summary

In this conversation, Shawn Black and Jim Robinson discuss the latest customer service trends in the service industry. They emphasize the importance of customer service and the shift from a nice-to-have personal touch to a must-have while exploring the blurring line between a company's brand and its customer service. Additionally, they delve into the impact of technology, including messaging and chatbots, on customer service, as well as the responsible use of customer data. The conversation further covers the benefits and challenges of offering 24/7 customer service and the impact of a nonstop culture. The golden nugget of advice offered is to meet customer demand and deliver exceptional service. In this conversation, Jim Robinson emphasizes the importance of personal connection and developing relationships, and shares his own experiences in customer service that highlight the value of serving people. Jim believes that while technology may change, the power of connections remains constant, and he encourages businesses to meet the needs and wants of their customers to ensure their loyalty.

Show Notes

(0:00) The Importance of Customer Service in the Service Industry

(3:00) The Shift from Nice to Have to Must-Have Personal Touch in Customer Service

(6:36) The Blurring Line Between Brand and Customer Service

(10:17) The Impact of Technology on Customer Service

(13:46) The Rise of Messaging and Chatbots in Customer Service

(18:17) Showcasing Company Values through Customer Service

(24:18) Being Proactive in Customer Service

(27:52) Using Customer Data Responsibly

(31:17) Offering 24/7 Customer Service

(35:26) The Impact of a Nonstop Culture on Customer Service

(38:19) The Importance of Meeting Customer Demand

(39:25) The Magic of Personal Connection

(40:35) The Key to Business Success: Developing Relationships

Links

Quotes

“You have two types of buyers. One’s a numbers buyer. It’s how cheap can I get a burger because it’s a survival tool and I’m going to feed the energy level. And then you have the other ones that need the personal care, the personal service.” - Jim Robinson, (2:54)

“Scrutinize the tech, but don’t spend too much time on this. Scrutinize but excel your decision making because you’re going to be a dinosaur and antiquated as soon as you start because it’s moving at breakneck speed. And the key in tech today is how do we speed up everything...but there’s so much technology out there and the key is to decide what has to be sped up, what do you need faster, and then use technology to do that.” - Jim Robinson, (10:55)

“[Customer service] has to be personable. So delivery of content, that’s great. Use automation, accelerate the delivery of content, but it isn’t going to change the way you see a brand. It’s with the people that you see the brand.” - Jim Robinson, (17:31)

“Your people that are delivering the customer service are conveying your [company] values. So whatever that company value is, it’s when they get off of the value that you’re delivering that the brand gets skewed.” - Jim Robinson, (19:43)

“Collect the data that’s pertinent so that you can serve them better. Meet needs and wants. Needs are simple, but wants are more complex because those are very individualistic...[needs] set a standard and then how do they want you to deliver that need. So meet needs and wants better than anyone else and you’ll have a client forever.” - Jim Robinson, (30:00)

How Leaders Keep Teams Engaged and Optimally Performing

Service Evolution

10/28/22 • 34 min

Summary:

On this episode of FM Evolution, host Shawn Black was joined by Jim Robinson, the CEO of CGP Maintenance and Construction Services, as well as an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim’s 37 years as CEO of CGP Maintenance and Construction Services, he has garnered extensive experience keeping teams engaged in order to optimize overall performance. In this episode, Shawn and Jim discussed the differences between leading a team versus an individual and how leaders can cultivate a positive working environment.

Thanks for tuning in!

Shownotes:

(0:48) Introduction to Jim

(2:19) Jim’s Leadership Style

(4:15) Leadership Success Story

(5:57) Balancing Direction with Creative Liberty

(7:58) Handling Conflict as a Leader

(10:36) Prioritizing Communication

(16:20) Setting Goals for Your Team

(22:40) Motivating Your Team

(23:51) Fostering a Positive Workplace

(26:29) Adapting as a Leader

(28:40) Leading Individuals Differently

Links:

CGP Maintenance & Construction

Quotes:

“I’ve always classified my leadership style as completely autonomous. We want to be clear where the company’s going, what we are doing, who we are going to serve, and how we are going to add value.” - Jim Robinson, (2:19)

“It’s not for my reading pleasure, it’s for the growth of the individual. Clarity is important. Getting your weekly reports is a priority communication device. They tell you how they are performing individually and as a team.” - Jim Robinson, (11:08)

“All reporting is based on growth and experience. Everything we’ve designed over the years follows that line. The Monday goal setting, the Friday closeout, it’s all based on growth. We’re very consistent in the patterns of what we do.” - Jim Robinson, (13:25)

“Some people just need to have a deeper conversation. Other people need a really direct bullet point conversation. But, no matter which type of conversation is needed, be clear on what the expectations are and what outcomes are expected.” - Jim Robinson, (26:54)

Exploring FM in Trinidad & Tobago

Service Evolution

11/04/22 • 39 min

Summary

This week, host Shawn Black is joined by Randy Olson, the leading design and distribution implementer of the ProFM Credential Program, for another special episode of FM Evolution. Shawn and Randy sat down with Kristed Herbert and Keith Spencer from Cerebrii Solutions Global to discuss FM in Trinidad and Tobago. Cerebrii is a training and consultancy firm based in Trinidad and Tobago specializing in facilities management, project management, and real estate and property management. Throughout the episode, Shawn, Randy, Kristed, and Keith considered the importance of cross-functional competencies in FM, Cerebrii and ProFM’s partnership, and international interest in FM.

Show Notes

(1:03) Introducing Kristed and Keith

(5:35) Introducing Cerebrii Solutions Global

(9:02) FM in Trinidad and Tobago

(12:06) ProFM in Trinidad and Tobago

(12:56) The Importance of Cross-Functional Competencies

(19:32) What Are You Reading?

(26:26) Drawing International Interest in FM through Leadership

(31:15) Impact on Students

(33:42) Cerebrii’s December Course

(38:04) Closing Thoughts

Links

Cerebrii Solutions Global

Quotes

“There is this understanding that people need to be better equipped in order to help organizations meet their demands, their expectations, their strategic goals, but most importantly, to seek the welfare and interest of their people.” - Kristed Herbert, (10:46)

“I would add that Trinidad and Tobago is at the cusp of moving from focusing on workplace optimization and operational efficiency to more at the strategic and tactical level. And this is where ProFM comes in because it bridges the gap between the operations—the tactical and the strategic level—particularly when we look at the asset management model.” - Keith Spencer, (11:01)

“When we touched on the cross-functional competencies and showed as far as we’ve reached into business management and seeing it all the while coming from asset management, coming from strategic management, coming into business management—Those cross-functional areas are needed, are necessary, and are key tools to effectively be facility managers in the workplace.” - Kristed Herbert, (15:28)

“[ProFM] is so practical. You can literally take an example that is being presented in any module and adapt it and use it in your facility. It’s so comprehensive. It’s so all-inclusive that you literally have at your disposal a textbook that could guide you along your implementation of your facility management or improve upon what you already have.” - Kristed Herbert, (17:35)

“We’re in the people business. And we have to put ourselves in the user’s experience to be able to bring delivery on key things. And there’s no better way to appreciate FM unless you have that value for people. Everything we do...[is] going to affect your users. And you want to ensure that you are affecting a system that is safe, is reliable, is compliant, and at the end of the day, is adding to the organization’s bottom line.” - Kristed Herbert, (30:08)

Why So Many Employees Are “Quietly Quitting” and What Leadership Can Do to Prevent It

Service Evolution

12/23/22 • 31 min

Summary:

On this episode of FM Evolution, host Shawn Black sits down with Jim Robinson, CEO of CGP Maintenance and Construction Services. Jim is also an author, speaker, certified business coach, and chairman of a nonprofit. Throughout Jim’s thirty-seven years as CEO of CGP Maintenance and Construction Services, he has successfully led his team through periods of uncertainty and developed a winning culture in the process. In this episode, Shawn and Jim discuss the trend of quiet quitting, how the economy impacts employee retention, and strategies leaders can employ to discourage employees from leaving.

Thanks for tuning in!

Show Notes:

(0:40) Introduction to Jim

(2:27) Defining Quiet Quitting

(5:57) The Effects of a Gig Economy

(7:48) Impacts of Quiet Quitting

(9:49) Individuals Most Likely to Quit Quietly

(11:41) Leadership's Influence on Quiet Quitting

(18:44) Signs of Quiet Quitting

(23:56) How to Combat Quiet Quitting

(29:07) Closing Thoughts

Links:

CGP Maintenance and Construction Services

Quotes:

“Entry level [employees] working from home is an error. In my opinion, that’s a mistake we have to correct in the corporate world. We have to make it more inviting and give these individuals a voice because that’s what they’re trying to do. They’re trying to establish a voice that says, ‘Hear me now.’” - Jim Robinson, (3:44)

“I’m suggesting that we have to evolve in how we manage people. A person that’s quiet quitting isn’t quiet about anything. They’re being extremely vocal, and we have to pay attention to what that truly means. They’re speaking loud, just not to us.” - Jim Robinson, (8:17)

“It goes back to they’re trying to find a voice and for whatever reason, they feel as though in hurting somebody else they will get a voice. So we have to make sure we have a dialogue to help them find a way to win. Quitting is not a win. It’s a complete disservice to themselves.” - Jim Robinson, (19:23)

“There’s no privilege in being a leader. The quiet quitter thinks there’s a privilege being the one with all the responsibilities, but it’s heavy. There’s a lot of leaders that are treading lightly on thin ice, but true leaders rock the boat, make a difference, and change some lives.” - Jim Robinson, (25:33)

Mastering Influence: Your Key to Success

Service Evolution

10/06/23 • 40 min

Summary

On this episode of Service Evolution, hosts Shawn Black and Jim Robinson continue their insightful conversation on success in the service industry with the incredible Ria Story, a leading speaker, author, coach, and podcast host. In Ria’s most recent book, The Ladder of Influence, the author provides a powerfully simple five-step framework that will help you realize practical steps you can take to increase your influence and become a more effective leader. Throughout the episode, Shawn, Jim, and Ria discuss how The Ladder of Influence can be your secret weapon in navigating the complexities of human interaction, fostering meaningful connections, and excelling in leadership roles. Ria shares real-life stories and actionable tips for boosting your influence and building trust in both your personal and professional life.

Show Notes

(1:27) Introducing Ria Story

(3:21) The Ladder of Influence

(10:56) Using the Ladder of Influence to Make a Positive Impact

(14:08) Determining Your Level of Influence

(18:59) Forging Meaningful Connections Between People

(28:49) How the Ladder of Influence Prepares You for Difficult Moments

(33:45) Utilizing the Power of Influence in the Service Industry

(36:24) Ria’s Advice to Leaders in the Service Industry

(37:49) Closing Thoughts

Links

Ria Story

RiaStory.com

Quotes

“It’s when the problems happen, the crisis comes up, when a client is unhappy, or when there’s a customer job that goes wrong, right? And then we choose to be proactive and rise above anger or frustration or hurt in that moment, and we choose the right response. That’s when we can increase our influence.” - Ria Story, (7:31)

“Anytime we are mad, sad, or frustrated in a situation, that’s a red flag that says, ‘I don’t have enough influence in that situation.’ Anytime you’re frustrated or mad or upset, it’s because you wanted to influence somebody to do something they don’t want to do or not do something they do want to do. So when you find that emotion there, it’s because you feel powerless in that situation.” - Ria Story, (14:27)

“Leadership is both incredibly dynamic and incredibly simple. When we define leadership as influence, that’s an incredibly simple concept. We all want influence. But leadership can also be incredibly dynamic because people are dynamic, and every single one of us is different. And that’s why it’s so important to focus on the principles and applying the principles of leadership and influence instead of the practices.” - Ria Story, (19:25)

Keeping It Real: Navigating Virtue Signaling in Service

Service Evolution

10/20/23 • 38 min

Summary

In this episode of Service Evolution, host Shawn Black and resident expert Jim Robinson delve into the intriguing topic of Virtue Signaling in the service industry. They define and demystify virtue signaling, explore its implications, and provide guidance on recognizing and avoiding this potential pitfall. The discussion highlights the importance of authenticity in actions and communications. In the second segment, they shift the focus to navigating authenticity, offering real-world examples and practical strategies for service businesses to authentically support causes, while also emphasizing the critical role of leadership in promoting authenticity. The episode concludes with a reminder that authenticity is the bedrock of trust in the service industry, leaving listeners with valuable insights to apply in their professional journeys.

Show Notes

(2:10) Defining Virtue Signaling

(3:46) The Consequences of Virtue Signaling

(9:02) AI’s impact on Virtue Signaling

(12:36) Recognizing Virtue Signaling

(14:25) Virtue Signaling as a Result of Being Misaligned

(17:09) Defining and Maintaining Authenticity

(24:24) Showing Support without Virtue Signaling

(31:48) Promoting Authenticity as a Leader through Core Values

(37:07) Closing Thoughts

Links

Quotes

“Virtue signaling is saying one thing or representing one thing and doing something completely different. It's being morally or ethically misaligned with what you're stating or representing. But in the service industry, what does that mean? They say they want one thing, but they actually need something else, and they're actually trying to get somewhere else, but they're stating it differently. So you really have to read deeper into what's stated or posted or talked about. Dig deeper. What is the true need?” - Jim Robinson, (2:12)

“You don’t have to broadcast [who or what you’re supporting]. It is a very kind gesture to actively post who you’re supporting without saying it.” - Jim Robinson, (24:24)

“So authenticity is so imperative. There's a healing in that when you become truly authentic to who you are, you don't go to sleep in pain, you go to sleep to rest because your body needs it, because it's physically and mentally exhausted from serving other people, because you're authentic to who you are.” - Jim Robinson, (27:18)

Mastering Talent Magnetism with Clifton Savage

Service Evolution

03/15/24 • 57 min

Summary

In this engaging and informative episode of the Service Evolution Podcast, Shawn Black co-hosts a dynamic discussion on the art of attracting top talent and mastering talent magnetism with Jim Robinson and special guest Clifton Savage. Clifton, founder and CEO of Service Leaders Society, has fifteen years of experience and a deep understanding of the contracting and manufacturing world. This episode dives deep into the crucial aspects of creating a workplace environment that attracts and retains the best in the industry.

Listeners will gain invaluable insights into creating effective systems for recruitment, the importance of company culture, and the pivotal role of leadership in shaping a company's success. Clifton shares practical strategies for nurturing talent through tailored professional development, emphasizing the need for companies to adapt and evolve to meet their employees' unique needs and aspirations.

Whether you're a CEO, HR professional, or team leader, this podcast offers a wealth of knowledge and actionable advice on transforming your organization into a talent magnet. Discover the secrets to fostering an environment where employees are motivated to grow, contribute, and succeed. Don't miss this opportunity to elevate your company's talent acquisition strategy and build a thriving, resilient workforce.

For more insights and to access Clifton Savage's Attraction Blueprint, tune into this must-listen episode of the Service Evolution Podcast.

Show Notes

(0:00) Introducing Clifton Savage

(5:26) Challenges in Trying to Attract Top Talent

(8:35) Strategies for Optimizing Recruitment

(12:12) Showcasing Company Culture to Attract Talent

(18:36) Leadership Qualities that Entice Talent

(24:54) Hiring Preparation for 2024’s Innovative Trends

(32:21) A Talent Pool Success Story

(40:27) Action Steps for Implementing Recruiting Tactics

(43:57) Professional Development as a Value Proposition

(50:34) Measuring the Success of New Strategies

(54:31) Closing Thoughts

Links

Clifton Savage

Service Leaders Society

Interview with Jim Robinson of CGP / Billy Bonnett of National Fire Protection - RFMA 2019

Service Evolution

03/18/19 • 20 min

https://www.cgpconstruction.com/ Welcome to the Facilities Management Evolution! We are excited to bring you Trends, Innovations, and Advancement of the Facility Management Universe. Brought to you by CGP Maintenance & Construction Services, Inc

Together We Thrive: Balancing Team Performance in the Workplace

Service Evolution

07/05/24 • 37 min

Summary

Join us for this episode of Service Evolution as hosts Shawn Black and Jim Robinson delve into the intricate world of team dynamics and effective leadership. Jim starts off by describing the dire consequences of a weak link in a chain, emphasizing the necessity of identifying and addressing weaknesses within a team to prevent potential failures. This analogy sets the stage for a broader discussion on the importance of understanding and strengthening the "chain" in a business context, which requires consistent engagement, clear communication, and well-defined meeting agendas.

Additionally, Jim and Shawn expand on the importance of balancing team performance in the workplace, exploring the concept of a balanced team dynamic and how it involves all departments working together in unison. They also discuss how imbalance can affect the overall performance of the company, touching on the role of leadership in sustaining high performance and the importance of training and professional development programs.

Throughout the episode, Shawn and Jim highlight that effective team management becomes challenging when team sizes exceed eight to twelve members, necessitating the creation of smaller units. More manageable teams allow organizations to maintain high performance through forward-thinking, addressing both good and bad habits, and being disruptors who reassess ongoing processes. Furthermore, they underline the importance of loyalty among employees and the need for leaders to inspire while implementers execute. With growth inevitably comes challenges, heightening the importance of the 80/20 rule for delegating tasks, ensuring leaders can focus on critical responsibilities, and sharing practical strategies for sustainable high performance.

Show Notes

(0:00) Introduction

(2:01) Creating a Balanced Team Dynamic

(4:35) Identifying and Addressing Weak Links in the Chain

(9:26) Fostering a Culture of Continuous Learning and Growth

(13:03) The Role of Leadership in Sustaining High Performance

(26:06) Maintaining High Performance

(33:58) The Role of Leadership in Sustaining High Performance

(36:35) Conclusion

Links